ABSTRACT

With reference to the “You cannot correct the variable that you cannot measure” principle, it is important to measure the satisfaction of patients who benefit from healthcare services in order to increase quality in medical institutions. This study aims to investigate satisfaction of the inpatients regarding healthcare services and determine whether the satisfaction levels vary according to socio-demographic characteristics. In that respect, 1000 patients who stayed in a 1200-bed training hospital in Ankara were contacted. Survey method was used for data collection. Inpatient Satisfaction Survey, which was developed by the Ministry of Health, General Directorate for Health Services, Quality in Health and Accreditation Department and consists of 23 questions, was used. Data was analysed using SPSS 23.0 software and Independent T-Test, One-Way ANOVA and Post Hoc Tukey Test were used. It was found that the satisfaction levels are quite high and there is statistically significant difference according to gender, date of birth, first application to the hospital, education level, social security and occupation.

Keywords: Inpatient, satisfaction, quality.